Create an SLA based on duedate

[Kathleen Hamilton]

We are using JSM to track approvals for Travel Requests. We want to create an SLA in which if the duedate (Date the traveler is traveling) is less than 14-days from today that the time target is 3 Hours. Any suggestions on setting this up in the SLA configuration?

[matthew barrett · Accepted solution]

There may be a cleaner solution than this...
1) Create a new field SLA - Travel Date
2) Create automation rule on new items roughly If duedate< endOfDay(14) then set the new custom field.
3) Create SLA using a filter to catch only items with the new field set.

[Alina Kurinna _SaaSJet_]

Hi @Kathleen Hamilton 

If your goal is: “when the travel date is less than 14 days away, use a 3-hour SLA target”, then I would first try this natively in JSM by creating a separate SLA goal for those requests.

The idea is:

• add a goal with a 3h target

• use a JQL condition that matches issues whose Due date is within the next 14 days

• keep another default goal for the rest

That should help you identify requests where the travel date is approaching and apply a shorter SLA target to them.

A couple of things to keep in mind:

• make sure the Due date is populated before the SLA starts

• if the Due date changes later, test how your SLA behaves in practice

• if you are using a custom travel date field instead of Due date, you may need to adapt the JQL accordingly

If, however, your real requirement is not just “different goal if due date is close”, but rather “use the Due date (or another date field) itself as the SLA target date”, then native JSM becomes much more limited.

In that case, you may want to look at SLA Time and Report for Jira. My team built it with a Negotiated Date SLA type, which lets you use a Due date or custom date field as the SLA target, with more flexibility around calendars, working hours, and SLA behavior. That can be a better fit for travel-request workflows where the actual travel date is the key deadline.

So in short:

• for a simple “< 14 days = 3h target” rule, native JSM goal configuration is worth trying first

• for date-driven SLA logic based on Due date / custom date fields, an app-based approach is usually much more flexible